oVoiceBot – The smart voice assistant for modern customer service
Description
The oVoiceBot is an AI-powered voice robot that supports customer service around the clock – for greater efficiency, shorter wait times, and a consistently positive customer experience. It understands multiple languages (including Swiss German), intelligently recognizes inquiries, processes calls automatically, and directs them to specialists as needed.
Processes
The oVoiceBot serves as an intelligent voice channel in customer service, handling a variety of tasks both during and outside of business hours – from case intake to appointment scheduling. The goal is to ensure 24/7 coverage, smooth out peak loads, relieve employees, and exceed customer expectations through smart automation. The process is complemented by an integrated quality assurance system: a structured testing and evaluation logic enables continuous monitoring of bot performance and ensures ongoing optimization and traceability through a central dashboard.
Deployment scenarios and expansion options
- 24/7 voice service for customer support outside of business hours
- Pre-screening of incoming requests for pre-qualification
- Direct answers to FAQs for quick help without waiting times
- SMS with ticket link for seamless tracking
- Inbound Self-Service & Appointment Scheduling for Complete Automation of Simple Processes
- Outbound appointment agreements for proactive customer engagement
- Intelligent escalation to 2nd/3rd level support with appropriate subject assignment
- Emotion recognition for situational adjustment of dialogue strategy
- Live listening feature & Agent Assist with real-time feedback for human agents
Functions
- Case capture: Structured collection of the customer's concern in the voice dialogue including all relevant information.
- Language proficiency Swiss-Fit: Understands Swiss German, German, Italian, French, and speaks German, Italian, and French.
- Data collection: Extraction and summary of key statements including transcript and audio file for post-processing in the Customer Interaction Hub / Business Hub.
- Classification & Variable Assignment: Automatic classification of inquiries (e.g., vehicle model, dealer) based on defined selection lists.
- Real-time integration: Live querying of dynamic selection fields from the Customer Interaction Hub / Business Hub.
- CRM Data Synchronization: Automatic matching and enrichment of conversation data with existing CRM entries
- Automatic Ticket Creation: Complete opening of a service ticket in the system including attachment of all relevant data.
- Quality Assurance: Test structure for ongoing testing and evaluation of bot quality, including analysis in the dashboard
Audio Example (Fictitious Test Data)
Resulting AI summary for the ticketing system
Vehicle: Nissan Navara
Core issue: Customer receives the error message "App for performing card update has expired" during card update via Wi-Fi, even though the expiration date in the app is set to 03/03/2025.
Kontaktdaten: Martin Stettler, Tel. 079 907 71 23, E-Mail: martin.stettler(at)outlook.com
Interested? We are happy to advise you!